Are you flying blind without the ability to answer even some of the most basic questions thrown at you by your executives? Today’s IT service and support leaders have discovered that the data put together through benchmarking empowers organizations to better measure and track their performance, and drives continuous improvement. Benchmarking helps organizations understand the impact of changes in their service delivery on service level and cost of service.
If service management benchmarking isn’t quite on your radar, but your interest has been piqued, here are some of the reasons why benchmarking has become critical factor to the service desk:
- Measure the progress of service delivery over a period of time
- Compare your IT organization to against industry peers
- Define successes internally to ensure goals are reached
- Quantify the value of the service desk within the organization
- Do “what-if” to better understand impact of changes
Samanage has been leading the service management benchmarking revolution since early 2015 with the introduction of its real-time service desk benchmarking. Customers can use the Samanage service desk and benefit from no-cost, real-time benchmarking, or simply use the Samanage benchmarking stand alone product.
The value of real-time benchmarking.
In the past, IT organizations would have to wait for quarterly or bi-yearly reports from outside companies that costs thousands of dollars to put together. This prevents users from agile continuous improvement, limiting them to take less risks and make the changes that they know they need, but they don’t have the information to support it at their fingertips. If you’re waiting for a report once a quarter, than you’re basically a quarter (or more) behind those that are excelling. The real-time aspect of benchmarking is critical to the success and usage for service and support organizations. You want to know how you’re doing, and you want to know that now, right?
Providing exceptional service is the ultimate goal of every service desk, there’s no question about that. But, actually understanding if your service is exceptional is another debate in itself. Internally you’re hitting your KPIs, SLAs, and whatever else you’re measuring, but how does that compare to other service and support organizations that are similar to yours? Do they have best practices in place that take them beyond exceptional?
How does Samanage do benchmarking?
If you’re already using the Samanage service desk, Samanage Benchmarking pulls in your performance data automatically and compares your service organization against industry benchmarks and peers in real-time. Analyzing a combination of key performance indicators, including cost per ticket, customer satisfaction, agent utilization, first touch resolution and mean time to resolve, Samanage Benchmarking generates a Samanage Score. The Samanage Score is a single score for your entire service organization, allowing you to measure performance over time and report changes and how they affect service performance.
The analysis provided through Samanage Benchmarking gives IT organizations a look into their costs versus their productivity, as compared to others of the same industry and size. The ultimate goal of all benchmarking users is to be operating at a low cost with high quality.
ServiceNow, Welcome to the World of Benchmarking
We are excited to see the industry catching up. Recently, during a keynote at ServiceNow’s recent Knowledge 16 user conference, ServiceNow Benchmarks was introduced. Utilizing the data from its large hosted customer base, ServiceNow will aggregate the anonymous data for benchmarking comparisons. The big question will be how they will successfully pull in this data in real-time for users from their “multi-instance” environment? But, we won’t get into the multi-instance versus multi-tenant debate…yet.